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frequently asked questions

FAQs for Members Managing Their Accounts During COVID-19 

CASE Credit Union is committed to the health and safety of our members and employees. Check out our FAQs for more information on how we can help you during this time and how to manage your account. This page will be updated as additional information becomes available.

CASE CREDIT UNION BRANCH ACCESS

What are your hours?

To view our complete list of current hours of operation, click here. For your added convenience, we offer 24/7 online services.

Do I need to schedule an appointment before my visit?

It’s important to note that appointments are not required to see a Member Service Representative, but are encouraged for new account openings, loans, business services, and mortgages to reduce wait times. To schedule an appointment, please call us at 517-393-7710, during business hours.

What measures are you taking to keep everyone safe?

As you make your first visit to a branch you will see we have made many changes in order to protect and safely serve you.

  • Masks / Face Coverings – The Michigan Stay Home, Stay Safe Executive Order requires face coverings to be worn in all enclosed public spaces. Wearing a face covering that fully covers your mouth and nose will be required to enter the branch lobby. You’ll notice our team members wearing face coverings and gloves.
  • Occupancy Limits – Due to Governor Whitmer’s 2020-115 executive order stating that occupancy cannot be more than 25% of its maximum capacity, we ask that you limit the number of people that you bring with you to the branch. We reserve the right to limit the lobby occupancy if needed.
  • Plexiglass Barriers – Barriers have been installed at desks, offices, and reception desks.
  • Sanitation – Lobbies and heavy touchpoints will be disinfected throughout the day. To reduce the chance of contamination and spread of the virus children’s play area, suckers, and communal coffee have been removed for the foreseeable future.
  • Hand Sanitizer – Once you enter a branch lobby, please use the provided hand sanitizer
  • Temperature Checks – Members that have scheduled an appointment, or who are utilizing services that need the privacy of an office will be required to have their temperature checked by a contactless thermometer and answer screening questions. Effective, September 28, 2020.

Should I expect longer than normal wait time?

We do not expect wait times to increase. We aim to minimize the disruption to service as much as possible and will be adjusting our approach as needed to accomplish this.

Is the LCC Branch closed?

Following the recommendation by the CDC and the Governor’s recommendation for social distancing, CASE has temporarily closed our LCC branch. This decision was made because the layout of this location does not meet the recommended safe distance for the member and employees.

We have four locations that are operating drive-thru and accepting appointments.

Is the Vermontville Branch Open?

Our Vermontville branch is currently open and is operating with its normal business hours. To view our complete list of current hours of operation, click here

ACCOUNT ACCESS

How will this affect our services?

It’s important to note that appointments are not required to see a Member Service Representative, but are encouraged for new account openings, loans, business services, and mortgages to reduce wait times. To schedule an appointment, please call us at 517-393-7710, during business hours.

Please be assured that our eServices continue to be available for you 24/7. These services allow you to pay bills, check balances, deposit checks, and transfer funds.

Our ATMs will also be available 24/7 for you to deposit checks, check balances, and many other functions.

Additionally, we offer account access through our Contact Center and Secure Chat.

What are the cash withdrawal limits going to be through the drive-thru?

Standard cash limits still apply.

Am I able to perform a wire transfer over the phone or in the drive-thru?

Wire transfers are required to be done in person. To schedule a wire transfer, please call 517-393-7710 to make an appointment to come into the branch.

Will I still be able to access the ATMs?

Our ATMs, and well as those in the Co-Op network will continue to be available for you to access 24/7.

Are there other ways I can access my account?

Our Online and Mobile Banking are available for you 24/7. These services allow you to pay bills, check balances, deposit checks and transfer funds.

Our ATMs are also available 24/7 for you to deposit checks, check balances, and many other functions.

Additionally, we offer account access through Secure Chat and our Contact Center.

How can I access my safe deposit box?

If you require access to your safe deposit box you can call 517-393-7710 to schedule an appointment.

GENERAL QUESTIONS

I am experiencing a hardship related to the COVID-19. How can you help?

If you are impacted by the COVID-19, CASE has a variety of assistance programs that may be available to help you such as credit line increases, loan skip-a-pays, short-term loans, financial counseling, and other options. Please let us if you need our support by calling us at 517-393-7710.

Is CASE going to be affected by what is going on in the world right now?

CASE like the rest of the world is following the current events closely. However, our organization was prepared for an event like this and has deployed our business continuity plan to continue offering service, and minimize the disruption to members as much as possible.

What is CASE doing to safeguard its facilities for both members and employees?

CASE has a stringent set of security protocols for both our physical locations and our eServices. These will remain in place and will continue to be monitored.

In light of the current circumstances, CASE has institute additional cleaning and sanitizing protocols to safeguard members and employees. These protocols include disinfecting after every member, wearing gloves and creating the ability for social distancing for employees continuing to work at the branch.

Is CASE restricting the travel of its employees?

Yes, CASE restricted the travel of its employees at the start of March. All business-related travel and off-site meetings were restricted.

 

Personalization Settings

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